ketan ughade

I’m a ServiceNow Administrator/Developer with 3 years of experience in IT Service Management and Customer Service Management. I focus on ServiceNow Administration, enhancement, and maintenance based on ITIL best practices.

In my roles, I’ve built and supported Service Catalogs and Customer Service Management capabilities, including Catalog items, Record producers, and Order guide workflows. I work across the full development lifecycle—requirement gathering, design, development, testing, implementation, transition, and production support.

I’ve developed UI policies, data policies, client scripts, UI actions, business rules, and client/server-side scripting in ServiceNow. I also worked with Import Sets and Transform maps, and supported deployment updates to move changes between instances.

I’m comfortable in Agile environments—attending scrum meetings, collaborating with process owners and business stakeholders, and translating end-user needs into functional requirements. I’ve supported incident, problem, and knowledge management modules, designed SLAs for incident and service request fulfillment, and prepared functional and technical specification documents for ServiceNow modules.